Key Account Manager

Job Description:

Primary responsibilities for this position include:

Implementation:

• Review and approve the Project Plan and Project Risk Assessment report prepared by Project Manager




• Prepare and schedule client for external implementation meeting using the “Client Implementation Checklist”




• Participate in the internal implementation meetings and complete tasks as assigned




• Serve as the client liaison on issues pertaining to the implementation Conduct “Client Satisfaction Survey – Account Implementation” with client in person or telephonically

Program Analysis:

• Prepare baseline analysis of client program results prior to takeover of account Work with client and claims operations in establishing goals for program




• Develop reports to identify results and trends with client and claims operation




• Report frequency to depend on complexity of program, performance guarantees, service level and goals




• Obtain industry trends, measurements and benchmarks to complete program comparisons




• Complete Stewardship reports depicting program results and comparisons to industry with recommendations to enhance outcomes




• Report frequency to depend on service level etc...

Program / Relationship Management:

• Coordinate orientation meetings for client and claims operation Establish “Champion” contacts




• Define roles of various parties involved with program




• Schedule routine meetings in person or telephonically to solicit feedback on performance, provide program results and progress of open items




• Assist in the resolution of service concerns, billing or contract disputes




• Participate in the wrap up of claim reviews and audits




• Revise and communicate service requirements for program to claims operations




• Educate client on legislative changes and potential impact to program

Renewals / Revenue Expansion:

• Evaluate profitability of account and complete pricing worksheets to determine revenue requirements and renewal strategy




• Seek approval on deviations from published national rates Prepare and present renewal package to client




• Highlight program results to demonstrate return on investment Include new services / products to promote solution to negative program trends




• Negotiate agreement on terms and conditions in dispute based on management approval




• Complete Universal Notification form




• Prepare profile on account to identify future cross-selling opportunities




• Assist in the announcement of new products / services and pursue expansion opportunities as they arise




• Respond to RFP’s on assigned programs

Administrative Items: 

• Resolution of coding issues Resolution of intake issues Data/Report preparation/production




• Escrow funding issues Policy issues Claim setup issues




• Coordination of client location changes Review/approve true ups Aged receivables/collections Billing issues Subrogation issues SIU issues




• Reports for Clients, Operations, Brokers, Carriers Online access for Clients and Operations Managed care issues Service instructions issues Updating service instructions/office matrixes




• Contracts Prospect calls Data integrity issues with clients/ops Debt collections Penalty determinations

Coordination of Audits/Claim Reviews: 

• Coordinate all aspects of set up/ file transfer procedures




• Communicate to all parties’ purpose of audit/file sampling etc.




• Coordinate formal response for audit once prepared by operations

Other Duties:

Participate in sales presentations.  Complete monthly client profiles and internal management reports.  Serve on committees to enhance product and services to clients.  Attend industry conventions such as PRIMA and RIMS.

Qualified candidates will have:

• College degree




• Carrier experience required in Client Services, Operations or IT




• Must have strong technical/adjusting multi-line background and risk analysis;




• Must be able to operate the following software applications; Word, Excel, and PowerPoint




• Sales/Marketing experience Administrative experience




• Knowledge of claims management systems and ability to produce claim management reports

Equal Opportunity Employer. M/F/D